Carolyne House

Waterson Road, Chadwell St Mary, Grays RM16 4LD
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9.9 142 Reviews
  • Carolyne House, Grays
Carolyne House is one of a number of care facilities in the area owned by care provider Runwood Homes, respected for an innovative approach to healthcare for the elderly and people with disabilities.

The property can house up to fifty-two people in total, all of whom enjoy the comfort of en-suite bedrooms, a tasteful lounge and spacious dining areas, together with a secure garden area and convenient parking for visitors.

Extra services available to residents include chiropody and hairdressing, whilst the home also runs a programme of activities and entertainments to ensure users enjoy their time at Carolyne House and receive a wide range of health and fitness benefits.

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Care Provided

Primary Care Categories

  • Older Person Care
  • Dementia
  • Physical Disability
  • Visual / Hearing Impairment

Length of Stay

  • Permanent Care
  • Respite Care

Care Types Provided

  • Residential Care
  • Nursing Care
  • Dementia Residential Care
  • Dementia Nursing Care
  • For a maximum of 53 Service Users

Dementia Care Types

  • Mild Dementia
  • Moderate Dementia

Other Care Provided

  • Palliative / End of Life Care
  • Convalescent Care

Facilities

  • Own Furniture if required
  • Pet Friendly (or by arrangement)
  • Close to Local shops
  • Near Public Transport
  • Minibus or other transport
  • Lift
  • Wheelchair Access
  • Gardens
  • Bar/Café
  • Television point in own room
  • Residents Internet Access

Funding & Fees

Weekly Charges per Person

  • Self-Funded Residential Care: £1025 – £1365
  • Self-Funded Residential Dementia Care: £1025 – £1365
  • Self-Funded Nursing Care: £1148 – £1640
  • Self-Funded Nursing Dementia Care: £1148 – £1640
  • RESPITE Self-Funded Residential Care: £1125 – £1465
  • RESPITE Self-Funded Residential Dementia Care: £1125 – £1465
  • RESPITE Self-Funded Nursing Care: £1248 – £1740
  • RESPITE Self-Funded Nursing Dementia Care: £1248 – £1740

These prices are only a guideline, please contact Carolyne House to find out the exact price for your requirements.

Funding Types Accepted

  • Self Funding (Private)
  • Local Authority with Top Up
  • Local Authority
  • NHS Continuing Healthcare (CHC)

Support you may be entitled to

If you chose a care home based in England, you may be eligible for NHS Funded Nursing Care (FNC), which helps cover the cost of nursing. This is worth £254.06 per week and is usually paid directly to the care home.

Good to Know

Person in charge

  • Avigail Paguibitan (Home Manager)

Local Authority / Social Services

Admission Criteria

  • Admission is confirmed upon a satisfactory pre-admission assessment and confirmation that the needs of the potential resident can be met.
  • Ages 65+

Care Home Design/Build

  • Purpose Built: Yes
  • Number of floors: 2

Room Information

  • Single Rooms (53)
  • Single Rooms with ensuite Wet Room (9)

Visiting

  • Upon arriving at the home, please press the buzzer on the intercom. A member of staff will greet you shortly. The home kindly request that you sign the guestbook upon both arrival and departure. This helps the home maintain an accurate record of who is in the building.
    In the event of an emergency, please follow the designated safety protocols provided. Your cooperation ensures everyone's safety.

Parking

  • The home includes dedicated parking spaces.

Carolyne House Reviews (142)

Total of 142, showing 41-60
9.9

Carolyne House has a Review Score of 9.9 (9.916) out of 10, based on 54 reviews in the last 2 years. Over all time Carolyne House has 142 reviews.

Overall Experience

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Date Published

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Review from Wendy B (Daughter-in-law of Resident) published on 7 November 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Very pleasant staff; helpful and knowledgeable. Clean room, Mum looks well cared for. Home looks clean and tidy. Always kept informed of changes. Sometimes I feel that the infection control processes could be improved by wearing aprons, especially during care rounds. Changing of gloves not always obvious,
but infection rates do seem low. Well done everyone.

Reply from Avigail Paguibitan, Home Manager at Carolyne House

Thank you for providing feedback, we appreciate it.

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Review from Kathleen O (Daughter of Resident) published on 25 October 2023
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

My mum has been in Carolyn House since Boxing day 2022. The staff are very caring and in the major part very good. The few small issues we have had are dealt with straight away. My mum is now bed bound and has for many years been visually impaired and her hearing aids no longer fit properly as she has
lost weight, the fact that I can't get an optical retail chain to honour their promise to come to the home makes the problem worse for the staff. My mum celebrated her 100th birthday with a party for our family, one that a few months ago I didn't think she would reach. Mum is happy there, that is the main thing.

Reply from Avigail Paguibitan, Home Manager at Carolyne House

Thank you for the feedback. We will continue to work hard.

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Review from Keith S (Son of Resident) published on 18 October 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

All staff are amazing, caring, dedicated, friendly and helpful, prioritising residents' care needs to the highest standards. Caring for my mum since January 2023, the communication of Mum’s needs and what is being done to ensure that her needs are met is exemplary. This ensures mum is comfortable, well-nourished
and hydrated. The highest standards in care provision are achieved, including resident care needs risk assessment and detailed records enabling staff nurses and doctors to quickly respond as needs change. I fully recommend Carolyne House. I have zero concerns as 100% of the Carolyne House team provide the highest standards of nursing, management, facility provision and catering.

Reply from Avigail Paguibitan, Home Manager at Carolyne House

Hi, the staff at Carolyne House would like to thank you and appreciate the feedback and we will continue to give the best care possible.

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Review from Kelvin W (Son of Resident) published on 18 October 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We have now had several family members stay at Carolyne House and we are confident they're in the best place for them. The staff are always welcoming and pleasant and we know they have their resident's best interests at heart. Even if the resident is difficult, which is the case with our Mum, they make
a special effort to keep them occupied and cater for their needs. I would happily recommend Carolyne House to anyone who asks. Keep up the good work and thank you.

Reply from Avigail Paguibitan, Home Manager at Carolyne House

Hi Kelvin, the staff at Carolyne House would like to thank you and appreciate the feedback and we will continue to give the best care possible.

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Review from Kevin D (Brother of Resident) published on 13 October 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

It's now been 10 months since my sister was admitted into Carolyne House care home. I posted a review several months ago, where I could only praise the staff and house manager for the care and provision for my sister.
Now some 4 months on, the excellent service and care she receives is still 10 out
of 10, my sister is now not only feeling happier but she is also looking much better, compared to when she was living alone, relying on care personnel visiting her daily. Although there is no current cure for dementia, the care home understands her needs and changes to her condition and is fully supportive of her needs. The facilities are good, with regular meals (which my sister likes), has regular contact with a visiting Doctor should she need to see one, and along with her treat of having her hair done weekly, (yes you have to pay separately for this,) but in the big scheme of costs, its minor, compared to the pleasure she gets for a bit of attention on her.
A Wonderful care home.

Reply from Avigail Paguibitan, Manager at Carolyne House

Hello Kevin,
thank you for the feedback, we appreciate it and we will continue to give all our residents the best care that they deserve. Thank you.

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Review from D I (Son of Resident) published on 11 October 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Dad has been really looked after in a caring, friendly, professional way. I have also been cared for on my visits. When Dad came to Caroline House he was under end of life palliative care. Now, even though he has advanced dementia, physically he is much stronger due to the care and healthy food he can
now eat. Thank you all.

Reply from Avigail Paguibitan, Home Manager at Carolyne House

Thank you for taking time to give us a review, on behalf of the whole Carolyne House family we thank you for the support. We will continue to deliver best care possible.

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Review from W B (Resident) published on 11 October 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

All staff are very polite and absolutely lovely, the care they give my mum is amazing. The manager and staff do a wonderful job in the care home and I feel my mum is safe and secure in her room. She enjoys being here.

Reply from Avigail Paguibitan, Home Manager at Carolyne House

Thank you for taking time to give us a review, on behalf of the whole Carolyne House family we thank you for the support. We will continue to deliver best care possible.

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Review from Neil R (Friend of Resident) published on 10 October 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Carolyne House is a good home. Staff are very kind, from the manager to the kitchen and the domestic staff. They take care of my friend like their own family. They have activities every day and always something to do. They organise trips to garden centres or the zoo. I can see my friend is settled in
Carolyne House. Always clean and smells nice. My friend loved playing bingo and she was so happy when she won the game. She was so happy to tell me every time I visited her. So, I’m glad and willing to say this care home is a very excellent home.

Reply from Avigail Paguibitan, Home Manager at Carolyne House

On behalf of the whole team of Carolyne House, we thank you for the review and we will continue to work hard.

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Review from Stuart W (Son of Resident) published on 10 October 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff are excellent. They are all helpful. They always have smile on their faces. They look after my mum really well. Her room is always clean. My mum is always joining in with home activities. They all organise outdoor trips and indoor events. All the staff have patience with Mum. Really happy.

Reply from Avigail Paguibitan, Home Manager at Carolyne House

On behalf of the whole team of Carolyne House, we thank you for the review and we will continue to work hard.

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Review from H W (Granddaughter of Resident) published on 10 October 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My grandmother has been at Carolyne House for just over a year now. In this time, despite her age, we have seen her health improve generally. She is also much happier now she is there. The staff are all so genuinely caring and really do make an effort so each resident feels special. The variety of activities
provided has been really wonderful and despite sight impairment, an effort is made to make sure my grandmother is involved. Everyone goes above and beyond here. I have great peace of mind knowing my gran is well looked after. Thank you to all!

Reply from Manager Manager, Manager at Carolyne House

Thank you so much for the review. We really appreciate it. We will continue to work hard.

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Review from T B (Niece of Resident) published on 2 October 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My aunt was a resident cared for by the staff at Carolyne House for a period of six months before she passed away. I cannot fault the staff there, they were professional and carried out their duties with care, compassion and empathy for my aunt and her family. The cleanliness of the home was exceptional.
All the staff nurses, carers, kitchen staff, cleaners and management went above and beyond their duties to help my aunt. We cannot thank them enough for all their care and hard work.

Reply from Avigail Paguibitan, Home Manager at Carolyne House

Thank you very much for your review. We are very grateful and will make sure that we will continue to work hard.

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Review from Marion R (Daughter of Resident) published on 22 September 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I am really pleased with the way my mum is looked after at Carolyne House.

Reply from Avigail Paguibitan, Home Manager at Carolyne House

Thank you very much, we appreciate the feedback. We will continue to work hard and give the best care.

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Review from David H (Son of Resident) published on 22 September 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Carolyne House ticks every box in relation to communication, due diligence, safety, care of patients and the cleanliness of the facility. The staff are extremely competent and caring. Top marks!

Reply from Avigail Paguibitan, Home Manager at Carolyne House

Thank you very much, we appreciate the feedback. We will continue to work hard and give the best care.

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Review from Helena W (Daughter of Resident) published on 21 August 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum went to Carolyne House in April 2023 as she was very poorly and could no longer live at home with carers. She required 24-hour care.
The whole team and the support workers and carers treated Mum with respect and dignity. They also were very kind to us family members and kept us informed without
prompting. I will miss going there and may still pop in from time to time. We were, as a family, very impressed with Carolyne House and would 100% recommend it.

Reply from Avigail Paguibitan, Home Manager at Carolyne House

Hi Helena, Thank you so much for your review. We appreciate it and will continue to work hard.

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Review from B B (Husband of Resident) published on 14 August 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

My wife is in a small room in which a hoist to a wheelchair is needed to get her out of the room, there is very little space left. Also, most of the residents along her corridor have dementia. They constantly shout out day and night. My wife is paralysed and immobile, she does not have dementia and
gets very upset having to listen to the others. I have asked for her to be moved but it would cost £100 a week more. Not happy about this.

Reply from Avigail Paguibitan, Home Manager at Carolyne House

Hi, thank you for sharing your feedback. Carolyne House has a range of rooms to select from, some of which have larger facilities and features than others, which come at a premium price. Upon viewing these options, the two rooms and the price difference were explained before your loved one moved in. Wellbeing is at the heart of everything we do, and we do everything we can to support your wife whilst living at Carolyne House. We thank you for your cooperation during this discussion period and we hope to come to a resolution soon.

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Review from P S (Daughter of Resident) published on 16 June 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I cannot praise this care home enough. It was a harrowing time when my mum was no longer able to live at home. She was bedridden and had dementia. The staff were all lovely, caring and made my sister and I so welcome. We were updated all the time and I know my mum was very happy there. It was the best
place she could be under the circumstances and we knew she was safe and being cared for in the best possible hands.

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Review from Jennifer T (Daughter of Resident) published on 16 May 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The care and attention to detail when looking after my mum was beyond excellent. Everything was dealt with in a caring but professional way. Nothing was too much trouble for management and staff and we were kept fully informed at all times. We were so pleased Mum felt safe and cared for and was in the
best possible place until she passed away. All the family were truly grateful. Thank you.

Reply from Avigail Paguibitan, Home Manager at Carolyne House

Hi Jennifer,
We are so grateful for your insightful review. Your feedback greatly enhances the care we provide to our residents; it's great to read how satisfied you are with the home and the wonderful team.
Kind regards,
Avigail.

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Review from Mareena D (Daughter of Resident) published on 16 May 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum came here Boxing Day 2022. As a family, we are all very pleased with the care Mum has and is receiving. The room is clean, staff are friendly, caring and professional.

Reply from Avigail Paguibitan, Home Manager at Carolyne House

Hi Mareena,
Thank you ever so much for taking the time to write this lovely review. I will be sure to pass on your kind words to the team.
Kind regards,
Avigail.

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Review from B K (Daughter of Resident) published on 13 May 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I would like to say that I feel the thoughtful and kind care given to our Dear Mum by all the Staff at Carolyne House Care Home in Chadwell St Mary has been wonderful. We all visit often and nice the home is very clean with cheerful well-trained caring Staff.
Thank you all so much.

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Review from M C (Grandson of Resident) published on 19 April 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

It was a difficult day when my nan and I realised her care needs meant that it was best she enter residential care on a permanent basis. After going through research, we came to the conclusion her interest and increasing 24-hour care needs were best served in Carolyne House Care Home. My nan has been
a resident of Carolyne House for two years and I have nothing but appreciation and praise for how the staff continue to treat my nan with the utmost respect, kindness, compassion and dignity. The management are prompt and open with communication and I have no hesitation in recommending Carolyne House to anyone needing to go into residential care.

Reply from Avigail Paguibitan, Home Manager at Carolyne House

We are so grateful for your review. Thank you for taking the time to share your feedback. We will be sure to continue to work hard and will pass your comments on to the team.

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Current Review Score: 9.9 (9.916)

Overview of Review Score

The Review Score of 9.9 (9.916) out of 10 for Carolyne House is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.9 out of 5 from 54 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 54 positive Reviews in the last 24 months.

Detailed Breakdown of Review Score

The maximum Review Score for a Care Home is 10, which is made up from the Average Rating of Reviews (maximum of 5 points) and the Number of Reviews (maximum of 5 points) in the last 24 months:

  • a) 5 Points are available for the Average Rating from all Reviews in the last 24 months.

    The Average Rating of 4.916 for Carolyne House is calculated as follows: ( (591 Excellents x 5) + (44 Goods x 4) + (5 Satisfactorys x 3) ) ÷ 640 Ratings = 4.916

  • b) 5 Points are available for the number of Positive Reviews in the last 24 months. A Positive Review is defined as any Review with an 'Overall Experience' of '4' or '5' (out of a max rating '5').

    The 5 Points relating to the number of positive Reviews for Carolyne House is based on 54 positive Reviews in the last 24 months and is calculated as per below:

    The 5 points available are broken down as follows:

    • i) 4 points are available for the first 10 Positive Reviews in the last 24 months; 3 points for the first Positive Review, and then 0.125 Points for each of the next four Positive Reviews and then 0.1 Points for the next five Positive Reviews. (1st = 3.000, 2nd = 0.125, 3rd = 0.125, 4th = 0.125, 5th = 0.125, 6th = 0.100, 7th = 0.100, 8th = 0.100, 9th = 0.100, 10th = 0.100) 3 + 0.125 + 0.125 + 0.125 + 0.125 + 0.1 + 0.1 + 0.1 + 0.1 + 0.1 = 4

    • ii) 1 point is available for the number of Positive Reviews reaching 20% of the registered maximum number of service users in the last 24 months. If this number is partially reached, then that proportion of 1 point is given. eg a Care Home registered for a maximum of 50 service users has to reach 10 Positive Reviews to receive 1 point, if it has 7 reviews it will receive 0.7 points. 20% of the 53 registered maximum number of service users is 10.6, which has been reached with 54 Positive reviews. Points = 1

  • When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.

  • If a Care Home does not have a review in the last 24 months, then it will not have a Review Score.

Regulatory Rating

Care Quality Commission (CQC) Rating

Date: 17 Mar 2020

Overall
Requires improvement

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Requires improvement

  • Safe

    Requires improvement

  • Well-led

    Requires improvement

Care Quality Commission is responsible for the registration and inspection of social care services in England.

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Bed Vacancies

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Awards / Recognitions (9)

Meet the Team (7)

Avigail

Avigail Paguibitan

Job Title: Home Manager

Joined: 2014

Welcome to Carolyne House. We are a 52-bedroom residential and nursing home. We provide a friendly and homely environment, and a high standard of care; staff can always be found with a big, welcoming smile. We have lovely, spacious gardens that our residents enjoy, especially during the summer. We also have a very homely tea room for residents to enjoy a cup of tea and snack in. We look forward to welcoming you at Carloyne House.

Maria

Maria Petric

Job Title: Deputy Manager

Joined: 2015

My name is Maria, and I have been the RGN at Carolyne House for 10 years. I absolutely love working with people, interacting with the residents, and hearing their life stories—there’s always something valuable to learn.


I hold a Level 5 Social Care award and have many years of experience as a paediatric nurse before transitioning to working with the elderly. In my spare time, I enjoy travelling, reading, and exploring history, particularly castles.

Livia

Livia Timis

Job Title: Clinical Lead

Joined: 2016

My name is Livia, and I’ve been an RGN at Carolyne House for 8 years. I am passionate about looking after our residents, ensuring all their needs are met, and making sure they remain comfortable and pain-free.


I was honoured to receive the award for the Best RGN at Runwood Homes, which was a great recognition of my dedication. Before joining Carolyne House, I worked as a nurse and continue to apply my experience and care in my current role. In my spare time, I enjoy reading, listening to music, and playing Candy Crush.

Charlotte

Charlotte Hinks

Job Title: Lifestyle Coordinator

Joined: 2021

Hi, I’m Charlotte, and I’ve been the Lifestyle Coordinator at Carolyne House for 3 and a half years. I really enjoy working with the team at Carolyne House, and the role offers a great level of flexibility that works well with my home life.


I was honoured to be named Staff Member of the Week and also hold a Level 3 NVQ qualification. A fun fact about me is that I’m related to Walt Disney! In my spare time, I enjoy reading, walking, and watching home DIY videos.

Gurpreet

Gurpreet Kaur

Job Title: Chef

Joined: 2017

Hi, I’m Gurpreet, and I’ve been the Cook at Carolyne House for 7 years. I absolutely love cooking and take great pride in preparing meals for our residents. The team here, including my manager and colleagues, is like one big happy family, and I truly enjoy being a part of it.


In my spare time, I enjoy shopping, watching TV, and, of course, continuing my passion for cooking.

Michelle

Michelle Parish

Job Title: Care Assistant

Joined: 2008

My name is Michelle, and I have had the pleasure of working at Carolyne House for 16 years. Over the years, I’ve taken on many roles, including Care, Laundry Assistant, Lifestyle Coordinator, and Kitchen Assistant. I truly love everything about my job—whether it's interacting with the residents, working alongside my wonderful colleagues, or supporting my manager. In January 2024, I was honoured to receive Employee of the Month.


In my spare time, I enjoy socialising, shopping, and spending quality time with my family.

Mikaua

Mikaua

Job Title: Care Team Leader

Joined: 2022

My name is Mikaua, but most people call me Mika. I am a Care Team Leader and carer at Carolyne House, where I have been working for over a year. The most exciting part of my role is getting to know the residents, listening to their life stories, and feeling inspired by their experiences. Every day in the care home is a learning opportunity, both through the residents' stories and the unique challenges and rewards of the job.


I graduated from Far Eastern University as a medical technologist. As a child, I loved playing teacher and even had an imaginary friend who joined in my games!


In my spare time, I enjoy watching movies—especially romantic comedies, documentaries, and heartfelt stories—along with sleeping and, of course, indulging in good food.

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